Remote Customer Success Manager – Enterprise SaaS & Cybersecurity Solutions – Drive Engagement & Retention at brighthush
About brighthush
brighthush is a trailblazing cybersecurity platform that empowers the human‑AI workforce to stay ahead of evolving threats. Since our founding in 2017, we have grown into a global community of over 500 professionals, delivering cutting‑edge training, assessment, and real‑world simulation tools that help organizations build resilient cyber defenses. Our mission is simple: make cybersecurity accessible, engaging, and effective for every user, from novice analysts to seasoned executives.
As we expand our footprint across the United States, we’re looking for a passionate, results‑driven Remote Customer Success Manager to become the voice of our enterprise clients. In this role, you will partner with senior stakeholders, guide customers through their journey, and translate usage data into actionable insights that drive adoption, satisfaction, and revenue growth.
Why Join brighthush?
- Work remotely from anywhere in the USA, with a flexible schedule that respects work‑life balance.
- Collaborate with a high‑energy, cross‑functional team that values innovation, transparency, and continuous learning.
- Enjoy a comprehensive benefits package: 401(k) match, fully paid medical/dental/vision, paid parental leave, generous PTO, and a home‑office stipend.
- Access to the full brighthush lab ecosystem, industry conferences, and a dedicated budget for professional development.
- Be part of a company that is reshaping the cybersecurity landscape and making a tangible impact on global cyber resilience.
Key Responsibilities
As a Customer Success Manager at brighthush, you will:
- Onboard and Enable – Guide new enterprise customers through a seamless onboarding process, ensuring they quickly realize value from our platform.
- Build Trustworthy Relationships – Cultivate deep connections with executive sponsors, decision makers, and power users, becoming their trusted advisor.
- Design Engagement Plans – Develop customized engagement roadmaps aligned with each customer’s business objectives and measurable success metrics.
- Analyze Usage & Trends – Leverage analytics tools (e.g., Tableau, Power BI) to monitor adoption, identify usage patterns, and surface potential risks.
- Resolve Issues Promptly – Act as the primary point of contact for escalations, coordinating with product, engineering, and support teams to deliver swift, effective solutions.
- Proactively Mitigate Risks – Identify early warning signs of churn or dissatisfaction and implement proactive strategies to retain and expand accounts.
- Conduct Regular Check‑Ins & EBRs – Host quarterly executive business reviews and monthly health check meetings to review progress, set goals, and capture feedback.
- Maintain Accurate Records – Keep detailed, up‑to‑date notes on customer health, interactions, and opportunities in our CRM (HubSpot, ChurnZero).
- Advocate for Product Improvements – Gather actionable customer insights and collaborate with product management to drive roadmap enhancements.
- Identify Upsell & Cross‑Sell Opportunities – Spot moments to introduce additional modules, advanced training, or premium services that align with customer needs.
Essential Qualifications
- 3+ years of experience in Customer Success, Account Management, or a related role within the SaaS industry.
- Proven track record of managing enterprise accounts, preferably in the U.S. market.
- Deep understanding of the SaaS business model, including revenue retention metrics (ARR, NRR, MRR).
- Strong analytical mindset with proficiency in data visualization tools (Tableau, Power BI, or similar).
- Excellent communication skills—capable of navigating difficult conversations with both customers and internal stakeholders.
- Fundamental knowledge of cybersecurity concepts, including penetration testing and cyber defense, to effectively discuss product value.
- Experience handling objections and closing upsell opportunities in a consultative sales environment.
- Self‑motivated, highly organized, and comfortable working independently in a remote setting.
Preferred Qualifications
- Background in cybersecurity or a related technical field.
- Experience with customer success platforms such as ChurnZero, Gainsight, or similar.
- Prior exposure to enterprise‑grade security solutions or platforms.
- Fluency in data‑driven decision making and a passion for continuous improvement.
Core Competencies & Skills
- Customer‑Centric Mindset – Always put the customer’s success first and advocate for their needs internally.
- Strategic Thinking – Translate customer goals into actionable plans that drive adoption and revenue.
- Relationship Building – Develop rapport with stakeholders at all levels, from C‑suite to technical teams.
- Problem Solving – Diagnose issues quickly, collaborate cross‑functionally, and deliver timely resolutions.
- Data Literacy – Interpret usage metrics, generate insights, and present findings to both technical and non‑technical audiences.
- Adaptability – Thrive in a fast‑paced, evolving environment and pivot priorities as needed.
- Collaboration – Work seamlessly with sales, product, engineering, and support to create a unified customer experience.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and fostering career progression. As a Customer Success Manager, you will:
- Advance to a Senior Customer Success Manager or Customer Success Director role, overseeing larger portfolios and mentoring junior teammates.
- Transition into Product Management, leveraging your deep customer insights to shape future features.
- Explore opportunities in Sales Engineering or Business Development, applying your technical and relationship skills to new domains.
- Participate in our internal “Innovation Lab” program, where you can propose and pilot new initiatives that enhance the customer journey.
Work Environment & Culture
brighthush thrives on a culture of curiosity, collaboration, and continuous learning. Our remote-first approach means:
- Weekly virtual town halls where leadership shares company updates and celebrates wins.
- Monthly “Hack & Learn” sessions that bring together product, engineering, and customer success to explore new features and industry trends.
- An open‑door policy—though remote, we maintain transparent communication channels and encourage feedback at all levels.
- Inclusive hiring practices that value diverse perspectives and experiences.
Compensation & Benefits
We offer a competitive base salary commensurate with experience, plus a performance‑based bonus structure that rewards customer success and revenue growth. Additional benefits include:
- Fully paid medical, dental, and vision coverage for employees.
- 401(k) plan with employer match.
- Life, AD&D, and supplemental life insurance.
- Short‑term and long‑term disability coverage.
- Health and dependent care flexible spending accounts.
- Paid parental leave (paternity and maternity).
- 25 days of paid annual leave, plus public holidays.
- Home‑office stipend to create a productive workspace.
- Dedicated budget for professional development, including conference attendance and certifications.
- Access to the full brighthush lab ecosystem for hands‑on learning.
Ready to Make an Impact?
If you are a proactive, customer‑focused professional with a passion for cybersecurity and SaaS, we want to hear from you. Join brighthush and help shape the future of cyber resilience while building a rewarding career that balances autonomy, growth, and purpose.